<Sent to customers with a registered email address on Friday afternoon>


Dear customer,

This has been, and remains, one of the most difficult times in all our lives but thankfully Britain appears to be on the slow and steady road to recovery following the Prime Minister’s announcement earlier this week.

Throughout this time, our teams have been out and about completing emergency repairs, carrying out compliance works, cleaning, cutting grass, answering phones, and contacting customers to check on their health and wellbeing. Our priority remains on keeping customers safe in their home – I am hugely grateful to all our teams for their brilliant work during this period.

As I said last time, it has been heartening to hear about the many fantastic examples of communities pulling together and how you’ve appreciated our efforts in keeping you informed and providing you with the services you need to remain safe in your homes. Last week I met virtually with a group of customers who are part of our Customer and Communities Involvement Network (CCIN) and they told me how proud they were to be Bromford customers and were impressed with the speed and professionalism of the service despite the many challenges posed by the current situation. This view is supported by some recent feedback we’ve received which shows that nearly 9 in every 10 you would recommend us to family and friends in April – encouraging news which we now want to build on.

I am pleased to say that in light of the government’s updated guidance and their roadmap to ease the coronavirus restrictions, Bromford is also looking at how to safely reintroduce some services that were rightly paused, and we will do this as part of a phased approach. We have, for example, decided to reopen a small number of construction sites and by next week I hope to be able to announce some further changes in relation to other services including some parts of our repairs service and letting homes.

For now, the level of service remains unchanged. We continue to provide a service for emergency or safety critical repairs as well as many health and safety checks to keep customers safe and secure. From the start of the lockdown we have always felt that continuing to provide this level of service was the right thing to do and I would thank you once again for your continued support and understanding. When an engineer does need to visit your home, we ensure they are equipped with all the personal protective equipment (PPE) they need to keep both you and them safe.

In the meantime, remember you can continue to speak to your neighbourhood coach. I would especially ask you do this if you are worried by your health and wellbeing or if you have financial concerns or are struggling to pay your rent. Our teams are here to help you. You can find details of your neighbourhood coach on our website and we also have questions on a range of topics available.

Please keep telling us your stories of what life is like during lockdown as we love hearing them. Do continue to stay safe, look after yourself and each other, and I will be in touch with you again soon.

Best wishes and take care,



Paul Coates
Executive director of customer experience